Member Experience Associate

Member Experience Associate

Arch Amenities Group, the world's leading fitness firm, is seeking a dedicated, passionate Member Experience Associate for a premier fitness facility in Grandview Heights/Italian Village/Harrison West neighborhoods in Columbus, OH. Our ideal candidate will have exceptional customer experience and communications skills.

Part-time and Full-time Position Available

The Member Experience Associate (MEA) plays a crucial role in ensuring that gym members and guests have a positive and seamless experience. This part-time position is key to creating a welcoming and engaging environment that promotes high member satisfaction and retention. Reporting directly to the Member Experience Director, the MEA will provide exceptional customer service, manage member transactions, and help maintain the cleanliness and organization of the facility. The MEA works closely with gym staff to support daily operations and special events, contributing to the facility's overall success and community engagement efforts. The MEA is responsible for teaching one class per week: with options to do group fitness or small group training.

Responsibilities

Responsibilities of this Role:

• Providing Excellent Customer Service: Greet and assist members and guests warmly and professionally, addressing their needs and concerns promptly to enhance their overall experience. Handle any alerts that may be on their account. Ensures proper coverage when it's necessary to leave the area.
• Maintaining Facility Standards: Ensure the facility is clean, organized, and "photo-ready." Restock supplies, tidy equipment, address maintenance or safety concerns, and complete daily cleaning checklists. Use downtime efficiently by checking equipment, stocking inventory, and maintaining an organized environment.
• Managing Member Transactions: Efficiently handles membership sign-ups, renewals, cancellations, and account inquiries, ensuring accurate record-keeping and billing. Assist in scheduling appointments and handling retail and service transactions via the POS system.
• Supporting Gym Operations: Assists with administrative tasks such as scheduling appointments, processing POS transactions, and assisting with special events.
• Communication with Team: Communicates with team members across The Athletic Cos. gyms during shift transitions to ensure seamless coverage and continuity of information. Informs co-worker(s) of pertinent information at the end of the shift. Maintains and updates staff communication book. Informs facility manager on duty of any member, guest, or facility issues.
• Ensuring Safety and Compliance: Monitors gym access to ensure only authorized individuals enter. Enforces gym rules, address safety concerns, and report incidents as needed.

Skills Required

Skills & Qualifications:

Required Skills:

• Excellent customer service and communication skills, both verbal and written.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Problem-solving abilities to handle member complaints and facility issues efficiently.
• Attention to detail to ensure accuracy in member records, billing, and facility maintenance.
• Technical proficiency with gym management software, POS systems, and basic computer skills (e.g., Microsoft Office).
• Ability to work collaboratively with team members to foster a positive work environment.

Physical Requirements:

• Ability to lift 45 lbs.
• Ability to stand, sit, stoop, kneel, crouch, bend, walk, and talk for extended periods.

Education & Experience:

• Required: High School diploma or equivalent required. Preferred: bachelor's in Exercise Science or related fields.
• Preferred: Previous experience in a customer service role, preferably in a fitness or wellness environment.
• Required Certifications: CPR/First Aid Certification, Personal Training, or Group Fitness Certification.
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Additional Information:

• Part-time or Full-time positions, availability for mornings, evenings and occasional weekends preferred.
• Assist with monthly inventory checks and support management in implementing member feedback.
• Assist in planning and executing gym events, promotions, and community engagement activities to boost member involvement.
• Meet monthly KPIs (Key Performance Indicators) as set by Member Experience Director.

Arch Amenities Group is an equal employment opportunity employer that is committed to having a diverse work force.